Customer Support Team Lead

Role overview

The National Lottery is hiring a driven and experienced Customer Support Team Lead to join its Customer Operations function within Core Operations. Reporting to the Head of Customer Operations, the position is central to delivering a support service that is dependable, compliant and focused on the customer.

This person will guide and grow a team of Customer Support Agents, making sure service targets, quality expectations and customer experience standards are met across every contact channel. The role works closely with Quality & Training, Projects, Player Protection and other internal teams, using operational insight and data to support ongoing improvement and strong day-to-day delivery.

This is a hybrid position based in Dublin City Centre.

Key responsibilities

• Direct, coach and develop Customer Support Agents so the team consistently meets SLAs, KPIs and quality goals.
• Oversee daily operations, including workload balancing, capacity planning and queue handling.
• Encourage a customer-led approach, ensuring enquiries are owned through to full resolution and first contact resolution is promoted.
• Make sure all work aligns with regulatory duties, compliance obligations, responsible play standards and data protection rules.
• Keep processes, controls and records at an audit-ready standard at all times.
• Track performance using data, quality assurance findings and customer feedback to spot trends and improvement areas.
• Turn insights into practical recommendations for process, system and customer journey enhancements.
• Hold regular 1:1 meetings, performance reviews and coaching sessions to support development.
• Handle performance, conduct and quality concerns in line with company policy.
• Serve as the escalation contact for complex customer, retailer or operational matters.
• Support the rollout of process improvements, tools, automation and AI-enabled solutions.
• Contribute to operational reporting on SLA delivery, quality measures and customer trends.
• Work cross-functionally with Product, Marketing, IT, Retail, Legal and Player Protection.
• Represent the customer perspective in business conversations and decisions.
• Take part in weekend on-call cover when needed.

Skills and experience

The ideal candidate brings strong people leadership, a customer-first mindset and the ability to thrive in a fast-moving, regulated environment. They should be comfortable coaching others, interpreting data and managing complex issues with good judgement.

Required background

• At least 1 year of experience in a leadership, supervisory or senior customer support position.
• Experience in customer service, contact centre, operations or another regulated setting.
• A solid record of performance management, coaching and quality improvement.
• Experience using customer support platforms, CRM tools or reporting systems.
• Prior work in a compliance-focused environment is preferred.

Qualifications

• A third-level qualification in Business, Customer Service, Operations, Management or a related area is preferred.
• Relevant professional experience may be accepted instead of a formal qualification.

Working style and tools

• Strong leadership and coaching capability, with experience motivating teams in a busy environment.
• Clear written and verbal communication skills.
• High attention to detail and a solid understanding of compliance expectations.
• Analytical thinking with the ability to interpret data and drive improvements.
• Good problem-solving ability and sound decision-making.
• Confidence in managing priorities and escalating risks appropriately.
• Ability to deal with escalations and challenging customer cases.
• Strong stakeholder management and influencing skills across teams.
• Experience with CRM, reporting and workflow tools; Zendesk or similar is an advantage.
• A results-oriented mindset with accountability for delivery.

Benefits

• Hybrid working for eligible roles.
• Full leave entitlements, plus career breaks and secondment opportunities.
• Discounted gym membership and eye tests.
• Paid sick benefit and wellbeing initiatives.
• Competitive pay, defined contribution pension and income protection.
• One-to-one financial advice.
• Access to learning resources and development programmes, including an in-house training programme, Go1 learning content, Irish Management Institute and The Executive Institute.

Additional information

Weekend on-call cover may be required. The organisation also notes that candidates can express interest in future opportunities through its talent pool.